Date Received: 2022-11-04
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I sent a payment through online banking at XXXX XXXX XXXX XXXX Ally Financial XXXX XXXX for an auto loan for {$470.00} that settled on my bank account on XX/XX/XXXX. We received an email that we hadn't made the payment. When I looked online at XXXX I realized I made the payment on a loan that we had already paid off. I immediately called Ally on XX/XX/XXXX. They gave me a case number and told me to check back in XXXX to 3 days and payment should be processed. Still nothing. On XX/XX/XXXX I called again and they told me to fax in proof of payment and a letter explaining what happened. I did that on XX/XX/XXXX. On XXXX I started an online chat to see if they received my fax and status. After almost an hour of going back and forth with the agent he told me that the payment was posted to the account. I explained it wasn't showing online and still receiving emails and text past due. He then tells me it was applied to the old account and any overpayment will be returned. As it continues he just tells me the overpayment will be returned. I ask him for proof and details. He finally stopped answering on the chat. On XXXX I started an email after the chat got no where. I attached the fax and the chat. The person in email told me I needed to call XXXX the refund was made to them and gave me the wrong phone number the first time. I kept asking who XXXX was because I've never dealt with them. He told me that is who processed my payment.This email train goes back and forth for 3 days. No matter what I ask I'm told to contact XXXX I have also been verifying with XXXX that there is no return. I finally got through to XXXX on XXXX around XXXX after an hour on hold and she explained to me they process the payments for Ally that are done on the phone and online in their portal. They do not process the payments that I generate from bill pay at my bank. She did put me on hold and told me she was contacting escalations to see if they could find the payment. She came back and told me no and that they wouldn't have the payment because I processed the payment online at XXXX and I needed to talk to Ally. She put me through to them. I repeatedly asked for a supervisor and was told she would have to fill out paperwork and it would be XXXX to XXXX business days. I have also sent another email asking for a supervisor to contact me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 63119
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: I was never properly given notice of repossession. I have a screen shot that stats your vehicle XXXX be repossessed soon on XX/XX/XXXX is when I logged in an took the photo so I had no notification at all, when vehicle was reposed during an eviction aka help from law enforcement. I demand all money paid to be returned on the loan. On top of that the ally finical has owed me a surplus since mid XXXX. They stated on 3 different occasion that they have mailed me a check. They have also stated that it will be overnighted since XX/XX/XXXX, and still no check. They illegally took vehicle and would not work out a lower payment. My pain and suffering from all this such as being XXXX having to pay for rented vehicles have far succeed {$2700.00}. Plus XXXX XXXX interest should be added since they can not prove proof of delivery of the check I have been lied to over and over about a check of {$1600.00} and now I will have to XXXX XXXX in the cold weather. The demand for pain and suffering now is {$25000.00}. I have screen shots of previous times and recordings as I stated with them please save all recordings and if they are going to record me I will record them. The notice alone saying my be repossessed soon on XX/XX/XXXX and my vehicle being repossessed that exact day is proof enough that they illegally stole my vehicle.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2022, I received email and phone calls from Ally Bank that they suspected my debit XXXX had been fraudulentlycharged. The five charges were : XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX {$26.00} XXXX XXXX XXXX XXXX XXXX XXXX, CA, XXXX {$26.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA, XXXX {$85.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA, XXXX {$85.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX {$220.00} All were shown as Pending. I called Ally Bank on XX/XX/2022 and told them " do not pay - the debitcharges are fraudulent ''. They cancelled that debit card and sent me a new one. About two weeks later I reviewed my checking account and found that the fraudulent charges had been paid. I called Ally Bank and complained. I answered their questions and they said that I would receive a letter in ten days. I still have not received a letter nor has the {$440.00} been returned to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Ally Financial Bank is trying to contact a XXXX XXXX to collect debts. Ally is now calling both my wife and my phones to get in contact with him. We have informed them on multiple occasions that while I do know who XXXX is, I do not know his location nor a way to contact him. I have requested that they no longer contact either me or my wife. They continue to call. As of today, I have never had an account or debt with Ally Financial. Also, now when they are calling they are not up front in identifying who they are with or that this call is an attempt to collect a debt. They are calling from XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47591
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This account was paid off on XX/XX/2022 to Ally Financial. I received a notarized pay off letter and the vehicle title. It was closed and marked as paid. It was then reopened and marked 30 days late on XX/XX/2022.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Ally Bank keeps " suspending '' access to our external bank accounts. This is the case for multiple people in our family who have accounts with Ally Bank. The do NOT provide notification of the suspension, and when called, they can not give a reason for the suspensions. They are only allowing access to other Ally Bank accounts within a specific login. This is causing a serious problem for us specifically, since one of us is POA of an elderly mother 's savings account and funds are used to pay her Assisted Living Expenses. The current suspension was discovered when logging in to do a transfer to a checking account which is with another bank. [ No! we will never have a checking account with Ally Bank because of this issue! We can not trust them now. ] To get a resolution requires several days of trying to contact Ally Bank and them doing research before they finally release access to the external accounts again. This issue also spills over to access to our funds through XXXX. Ally Bank has several times blocked XXXX payments to people we have paid in the past with no issue, but Ally Bank will not allow the XXXX payments to process. When asked, as usual, they can not give a reason why. We are beginning to question the solvency of this institution. If that is the issue, then this is very serious.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This bank has been a problem from day one for me and ultimately I am intending to go somewhere else, but I am into this at this point and I need to get some things straightened out. I wanted to move an ira I have to this bank. They took multiple calls and about a month and a half just to get me the forms so I could fund this ira, admitting mistakes in that procedure. I got that sent in and by a week I got an email that they were going to close the account if it wasnt funded. I then tried to call and find out if they got the forms and what was going on. I have tried multiple, multiple times and either the time waits are too long or they transfer me and I get cut off or it has a long wait with myself not knowing how long that will be. At some point I have to move on. I also finally sent an email to ask for a call. They are not doing much in that area or are calling when I am not available. In fact I had to do one of these calls to the fedreserve complaint sytem and that is when they called so I missed that. WTH. Are they surveilling me so they can call when I cant answer? Also recently their system has started making it hard for me to access my account online. Now today I even get a message they need a phone number to text codes to me. I have no number for texting. They are causing me more and more problems. I want them put out of business as they obviously can not run any banking business properly. And like another bank I complained about with their ineptitude and problems they caused me I expect this bank to attack me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: ALLY FINCL {$21000.00} Requesting to remove the account from my credit report
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33162
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: The back policy is that if the withdraw is over the fund balance there will not be overdraft. This was the case for all the history of this checking but on XX/XX/2021, the bank allow XXXX withdraw illegally resulting in {$7000.00} or so overdraft. This is against the banking rule.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45244
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Since XX/XX/XXXX, a whole week and Ally.com 's website and app have not been accessible to me from any device or browser. The website is down, the app is down and the customer service wait at the shortest is over 1 hour and 10 min and then you don't get through. They are having major problems and they didn't provide any backups to such problems, including their phone service that does everything possible not to allow you to speak to a live person. Very scary and very disappointing.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A